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Delivered By: UPS

In the competitive world of retail, merchants must adapt to consumers’ relentless pursuit of convenience and the best merchandise for the best price. Overall customer satisfaction with online shopping is high, at 83 percent, but is only 63 percent for the in-store experience, according to the 2014 UPS Pulse of the Online Shopper™ study, which surveyed 5,800 online U.S. shoppers. The survey suggests that not only is there room for improvement in e-commerce, but that creating a unified omnichannel environment can improve customer satisfaction across all channels as well.

Sponsored By: Pegasystems

If you're like most companies, you're losing between 10 to 40 percent of your customers each year because of a poor customer experience.  To deliver on the promise of accurate and timely service, you'll need to achieve three core competencies: the power to engage, the power to simplify and the power to change. Learn how you can:

-          Optimize your customer support capabilities

-          Deliver a guided customer service experience

-          Use technology for better agility and customer intelligence

-          Measure business performance results like customer lifetime value

Sponsored By: TeamSupport


So what do you look for in trying to find a B-to-B omnichannel support solution?

How do you evaluate all the competing product claims that are out there, and choose a solution that will grow with you into the future? Here is a handy checklist of criteria that you can use to help guide your team’s decision:

  • Wide range of channels. Seamless, consistent interfaces
  • Cloud-based applications
  • Low entry cost
  • Global view of your customers
  • Reporting
  • Ease of implementation and interfacing
  • Scalability

Donwload this free white paper and learn why omnichannel support is a trend that's here to stay. And, how you can get there today.

Sponsored By: Intelliresponse

Some of the world's biggest organizations make it nearly impossible for customers to contact live support. Why?Our new guide explains what's going on, and why this formerly unthinkable move has become a growing trend. In this guide you will learn the 2 emerging factors that are forcing companies to re-think live support and the 3 key steps that contact centers need to take in order to respond to changing customer needs. It also includes easy-to-scan illustrations that show how customers want to interact with your organization today and how Virtual Agent technology is the perfect solution to handle these changes with ease.

Free Paper from Melissa Data

Your CRM data is probably one of your company’s most valuable assets. But, how good is your data really? The sobering truth is that at least 25 percent of most companies’ data is probably inaccurate, according to industry analyst Gartner.

Download this white paper and learn four steps to improve the quality of your CRM data.

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